Quality Analyst

Job Title: Quality Analyst – BPO Location: Mohali, Chandigarh Department: Quality Assurance Reports To: Quality Manager / Team Leader Employment Type: Full-time Job Summary :We are seeking a detail-oriented and analytical Quality Analyst to monitor and evaluate the quality of inbound and/or outbound calls, emails, and other customer interactions in our BPO operations. The ideal candidate will ensure that service delivery meets the quality standards set by the company and its clients, while continuously working to improve agent performance and customer satisfaction. Key Responsibilities Monitor and evaluate voice, chat, and email interactions to assess performance against quality standards. Provide constructive feedback to agents and recommend improvements. Identify process gaps and suggest actionable solutions. Prepare quality reports and dashboards for internal and client review. Collaborate with operations, training, and compliance teams to maintain quality benchmarks. Participate in calibration sessions to align on quality expectations. Conduct root cause analysis (RCA) for quality issues and recommend process changes. Assist in creating and maintaining quality guidelines, scorecards, and auditing tools. Support in training sessions and refresher programs for agents as needed. Qualifications: Bachelor’s degree or equivalent work experience. 1-3 years of experience as a Quality Analyst in a BPO or contact centre environment. Excellent verbal and written communication skills. Proficient in MS Office (Excel, Word, PowerPoint). Strong analytical, problem-solving, and decision-making skills. Familiarity with quality monitoring tools Key Competencies Attention to detail Objectivity and impartiality Empathy and customer-centric approach Strong interpersonal skills Ability to handle multiple tasks and deadlines Preferred Skills (Optional):Six Sigma or Lean certification Knowledge of CRM or contact center platforms. Experience with both voice and non-voice processes